Operations Specialist

🌍 Join a Global Leader in Medical Insurance

Become Our New Operations Specialist at IMG!

At IMG, we’re proud to be pioneers in international medical insurance—supporting travellers, expats, businesses, and adventure‑seekers every minute of every day. Now, we’re looking for a detail‑oriented and compassionate Operations Specialist to join our growing team and help us deliver peace of mind to our global members.

📍Location: United Kingdom
📄Contract Type: 37.5 hours a week, Permanent
💰Salary: £31,000 – £33,800 + 2% performance based bonus

💡 Why This Role Is a Game‑Changer

The Operations Specialist is responsible for ensuring the accuracy of operational data being presented on reports and dashboards. This includes reviewing/auditing data where appropriate as well as liaising with other operational areas of the business to ensure that data is being presented in line with their processes and requirements. The Operations Specialist shall also be involved in developing, testing and maintaining new reports and dashboards, working with other members of the team and wider operations to ensure that they are working as intended.

🗓 What You’ll Be Doing

• Ensure adherence to data governance principles (e.g. data accuracy, consistency, access, etc.).
• Oversee data quality checks and documentation in order to maintain accuracy of operational reporting.
• Oversee designated operational reporting, including but not limited to:
  • Telephony Reporting (Volumes, Queue Time, Handle Time, etc.).
  • Case/Claim Reporting (both summaries and detailed reports).
  • Performance/Productivity Reporting.
  • Other internal and external reports across operations.
• Review and monitor operational performance continually against agreed KPIs and SLAs.
• Support ongoing development, testing and maintenance of reporting and dashboards (utilising Excel, SQL, Power BI, etc.).
• Follow internal standards for data handling and reporting including naming conventions, data formatting, etc.
• Liaise with other operational areas to maintain knowledge of operational processes and ensure reports and dashboards are kept up to date with system and process changes.
• Providing feedback and assisting in the development of standard operating procedures and protocols.
• Support operations with validation of case fees to ensure IMG activities are accurately captured and billed.
• Ensure close co‑operation and efficient communication within the department and across the business.
• Pro‑actively communicating with all parties providing relevant information to our clients, members and any other teams/departments that may be involved.
• Responsible for managing own workload and any outstanding actions.
• Represent the client and the company in a professional manner at all times.
• Adhere to all internal processes and procedures at all times.
• Adhere to all company policies and lead by example to the rest of the team.
• Adhere to all regulatory requirements, as set by the FCA and any other regulatory bodies.
• Support basic system configuration tasks and/or data setup within operational systems, as directed.
• Supporting other members of the Analytics and Innovation team with their responsibilities, where deemed appropriate by your manager.
• Continue to develop skills in data analysis, automation and reporting through training and mentorship from the wider team.

🎯 What We’re Looking For

• Strong data management/analysis skills.
• High degree of accuracy and attention to detail with excellent numerical skills.
• Ability to develop, implement and assess performance metrics.
• Good PC skills with a good working knowledge of the Microsoft Office suite and other applications.
• An excellent level of ability with Microsoft Excel.
• Experience and working knowledge of querying databases (MySQL, T‑SQL, etc.).
• Experience and working knowledge of analytics and reporting tools (Power BI, Tableau, etc.).
• Awareness of telecoms/unified comms platforms (NICE, Genesys, etc.) and some experience of working with them would be beneficial, particularly around reporting aspects.
• Awareness of automation platforms and approaches (Power Automate, RPA, etc.) would be beneficial.
• The ability to work well both independently and as part of a team.
• The ability to follow processes and efficiently collect data in a friendly and professional manner.
• Excellent written and verbal communication skills.
• The ability to use those communications skills to train individuals, or teams internally.
• A calm, diplomatic, open and professional approach, with the ability to handle enquiries from all parties, VIPs, insured personnel and underwriters alike.

🎁 What We Offer

• Hybrid & Remote Working Options
• Internal Promotion Opportunities
• Healthshield Cash Plan
• Diverse & Inclusive Culture
• Birthday Day Off + Christmas Eve Off
• Summer & Christmas Parties
• Surprise Rewards (Yes, even Beyoncé tickets!)
• Employee of the Month/Year Awards

🚀 Ready to Make a Global Impact?

Whether you\’re starting out or bringing years of experience, IMG is where your career can thrive. We’ll support your growth with expert training, a collaborative team, and opportunities to make a difference.

Apply now and be part of something bigger.

At IMG, we don’t just process claims—we deliver peace of mind.

IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.